emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill/practitioner response
Emergency department patient satisfaction: Customer service training improves patient satisfaction and ratings of physician and nurse skill / Practitioner response falseMayer, Thom A; Cates, Robert J; Mastorovich, Mary Jane
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; Royalty, Deborah L; et al.Journal of Healthcare Management43.5 (Sep/Oct 1998): 427-40; discussion 441-2.
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Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. The effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level 1 trauma center is investigated. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse and overall satisfaction. These results suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome. A practitioner's response to the case study is also included.
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. The effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level 1 trauma center is investigated. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse and overall satisfaction. These results suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome. A practitioner's repsonse to the case study is also included.
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; Royalty, Deborah L; et al.Journal of Healthcare Management43.5 (Sep/Oct 1998): 427-40; discussion 441-2.
Abstract (summary)
The full text may take 40-60 seconds to translate; larger documents may take longer.
Cancel
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. The effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level 1 trauma center is investigated. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse and overall satisfaction. These results suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome. A practitioner's response to the case study is also included.
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. The effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level 1 trauma center is investigated. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse and overall satisfaction. These results suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome. A practitioner's repsonse to the case study is also included.
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References: Aharony, L., and S. Strasser. 1993. "Patient Satisfaction: What We Know About and What We Still Need to Explore." Medical Care Review 50 (1): 49-79. Berry, L Care. New York: Free Press. Inova Health System. 1997. "Outpatient Satisfaction Research." Shugoll Research. Rockville, MD. Jones, T Laine, C., and F. Davidoff. 1996. "PatientCentered Medicine: A Professional Evolution" lournal of the American Medical Association 275: 152-56 Pellegrino, E. D., and D. C. Thomasma. 1989. For the Patient 's Good: The Restoration of Beneficence in Health Care. New York: Oxford University Press. Rhee, K., and J Thompson, D. A., P. R. Yarnold, S. L. Adams, and A. B. Spaccone. 1996. "How Accurate Are Waiting Time Perceptions of Patients in the Emergency Department?" Annals of Emergency Medicine 28: 652-56. Waggoner, D Zeithamal, V. A., A. Parasuraman, and L. L. Berry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press. You have requested "on-the-fly" machine translation of selected content from our databases